Jacinta Wandiri Nyaga

• In charge of all branch activities
• Implementing all Sacco policies in respect to the branch
• Coordinating the Fosa operations in accordance with the operations manual
• Ensuring the operations of the treasury are well handled by having dual custodians at all times
• Ensuring the cash held in the branch does not exceed the insurance cover limits
• Providing oversight on the different management reports and onward forwarding to the Head of Finance
• Directing all operational aspects including service channels operations, customer service, human resources, administration, marketing and sales
• Assessing local market conditions and identifying current and prospective sales opportunities
• Developing forecasts, financial objectives and business plans
• Meeting Sacco business and operations performance goals and metrics
• Managing branch revenue, operating costs and profitability in line with the budget allocation
• Bringing out the best in branch personnel by providing training, coaching, personal development and motivation
• Locating areas of improvement and proposing corrective actions that meet challenges and leverage growth opportunities
• Sharing knowledge with other branches, chief managers and C.E.O
• On effective practices, competitive intelligence, business opportunities and needs
• Developing and implementing branch strategy and sales plans to ensure achievement of branch targets
• Adhering to high ethical standards and complying with all regulations and applicable laws
• Networking to improve the presence and reputation of the branch and society
• Staying abreast of competition and providing reports on market movement and penetration
• Addressing promptly customer service satisfaction issues as raised by members
• Exercising due diligence in operations on Know Your Customer (KYC) and Anti-Money Laundering(AML) to prevent and detect frauds and forgeries
• Ensuring periodic visits to the Sacco agents under the branch for monitoring, ensuring compliance with the Sacco agency guidelines as well as responding to queries and addressing issues affecting the agents
• Working closely with the sales team at the branch; coach, advise, train and supervise
• Taking primary responsibility for managing and minimizing the inherent and potential risks
• Ensuring the safe keeping of branch assets including structures, equipment, inventory and cash
• Any other lawful duties as may be assigned from time to time by the Head of Operations, C.E.O
• Or any other person in authority.

Achievements:

- Branch break-even within the first year of operations.

- Maintaining the branch customer satisfaction rating at >90%

- Producing the Overall Society Staff of the Year 2022.

- Best branch in Credit Management, Tier 2 Year 2022.

- 1st Runners-up Staff of the Year 2023

- Best branch in Credit Management, Tier 2 Year 2023

- 1st Runners-up branch in Deposit Mobilization, Tier 2 Year 2023.

• Deputizing the Branch Manager in her absence
• Preparing various monthly reports that compare budgeted costs to actual cost including the treasurer's report
• Maintaining the branch cash book and ensuring its reconciliation with the bank and source documents
• Computing and fixing of Fixed Deposits for the members and drawing of banker's cheques
• Monitoring the performance of branch loans portfolio
• Maintaining branch accounting
• Ensuring that the banking premises are well maintained
• Ensuring that all members are served in an orderly manner and without delay
• Receiving feedback from the members and acting on them on the spot and where not in a position, escalate to the relevant department
• Striving at all times to ensure the member is comfortable and receiving the necessary attention
• Encouraging members to give their service comments on the provided forms and have them inserted in the suggestion box
• Ensuring that all complaints/suggestions are presented to a staff meeting, discussed and prompt action taken to remedy the situation
• Undertaking management and development of Branch staff
• Preparing reports on service delivery to guide management of suitable products and delivery system
• Implementing the branch risk management policies
• Exercising due diligence in operations on Know Your Customer(KYC) and Anti-Money Laundering(AML) to prevent and detect frauds and forgeries
• Any other lawful duties as may be assigned from time to time by the Branch Manager or any other person in authority.

Achievements:

- Successfully maintaining the branch reconciliation at 100% accuracy.

- Improving the branch customer satisfaction rating from 65% to an average of 95%

- Nil frauds and forgeries

• Ensure efficient identification and monitoring of suspicious activities and transactions
• Ensure timely, efficient reporting of suspicious transactions to AML Compliance Head Office
• Daily assessment of AML and SWIFT reports for potential suspicious activity
• Assist in identifying systemic procedural weaknesses and additional training requirements for the Bank
• Timely execution of instructions received from AML Compliance Head Office
• Assist with AML Compliance Training especially on identification and reporting of suspicious transactions
• Prepare weekly, bi-weekly, monthly and quarterly reports to AML Compliance Head Office
• Investigate and assess alerts for potential money laundering risks in the Bank
• Provide direction and guidance to colleagues on appropriate remediation action for high risk accounts
• Evaluate wire transfers and other payments for potential fraud, money laundering, patterns and inconsistencies.

Achievements

- Successfully Reviewing and updating KYC files with missing and updated information to satisfy compliance requirements; and conducting Enhanced Due Diligence (EDD) where the client dynamics so dictate.

- Assisted and provided information to support Suspicious Activity Reports (SAR) and Suspicious Transaction Reports (STR) for regulatory filing.

• Ensuring 100% compliance to the bank's policies and procedures on accounts opening
• Ensuring high standards of customer service are maintained as the first contact person between the bank and new customers
• Ensuring very strong adherence to Anti-Money Laundering (AML) and know your customer (KYC) policy guidelines
• Ensuring compliance to the relevant CBK prudential guidelines for new customers
• Identifying business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options
• Selling products by establishing contact and developing relationships with prospects; recommending solutions
• Maintaining relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements
• Identifying product improvements or new products by remaining current on industry trends, market activities, and competitors
• Preparing reports by collecting, analyzing, and summarizing information
• Maintaining quality service by establishing and enforcing organization standards
• Contributing to team effort by accomplishing related results as needed.

• Ensuring 100% compliance to the bank's policies and procedures on accounts opening
• Providing leadership to the accounts opening officers
• Ensuring complete, accurate and efficient accounts opening processes at the branch
• Ensuring high productivity levels by staff through performance management and coaching
• Ensuring high standards of customer service are maintained as the first contact person between the bank and new customers
• Ensuring very strong adherence to Anti-Money Laundering (AML) and know your customer (KYC) policy guidelines
• Ensuring compliance to the relevant CBK prudential guidelines for new customers
• Accurate data capture in the customer new profile
• Ensuring the front office documentation are well labeled and correctly stored as per the bank's archives and records management policies and procedures
• Responsible for maintaining the accounts opening, large transactions and supporting documents database, both paper and electronic files; and ensuring the same is forwarded to the central archival center every end month.

• Receiving cash and cheques from customers
• Facilitating cash withdrawals
• Mentoring new tellers especially on cash counting exercises.
• Monitored customer feedback and generated reports to identify areas of improvement.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Maintained knowledge on banking products and distribution to provide optimal service support.
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.

• Receiving cash and cheques; and facilitating in cash withdrawals
• Visiting various schools in the region and providing mentorship to young scholars.
• Sorted and organized files, spreadsheets, and reports.
• Interacted with customers by phone, email, or in-person to provide information.
• Participated in workshops and presentations related to projects to gain knowledge.
• Evaluated customer needs and feedback to drive product and service improvements.